Overview: Public viewing interactions in Queue (Edify App)

Edify App > Queue > Interactions > Overview: Public viewing interactions in Queue (Edify App)

This article explains the concept of publicly viewing an interaction in Queue in Edify App.

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Public view

Public viewing an interaction is when a queue user opens an interaction to monitor it and everyone in the interaction is aware of the viewer. The profile picture of the public viewer appears for all members of the interaction to see above the interaction’s call control buttons.

This type of view is useful when you need to “spot check” or coach an interaction, like listening to the live call or reading the chat transcription. Like private viewers, public viewers of an interaction gain access to the interaction viewer controls, so they can take a more active role in coaching or monitoring the interaction if needed.

Note: You can publicly view active or completed interactions.

Public viewing interactions from Home list

The Action column in the Queue Home list allows you to choose your viewing perspective. The public view symbol is a solid eye icon.

Public view interaction perspectives

  • Public viewer’s Perspective: The public viewer’s perspective displays the profile picture and name of the person they’re viewing and all other public viewers in the interaction. They’ll also have access to the viewer controls to start getting more involved in the interaction if needed.

  • Assigned Queue User’s Perspective: The assigned queue user sees public viewers’ profile pictures populate above the interaction’s call controls.

  • Other viewer’s Perspective: The other viewer’s perspectives see all public viewers’ profile pictures populate above the interaction’s call controls. They’ll also have access to the viewer controls to start getting more involved in the interaction if needed.

Public viewer's perspective

Assigned queue user's perspective

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